Guest Service Agent

About the role

A 155-room pet-friendly SpringHill Suites by Marriott in Alexandria, Virginia, is hiring a Guest Service Agent. The agent greets, registers and services guests in a friendly and courteous way, following hotel and brand standards. The schedule varies and may include holidays, weekends and alternate shifts.

Key responsibilities

• Greet guests immediately and offer to help with their needs
• Register and assign guests to rooms, set up payment methods and verify credit
• Make and confirm reservations, compute bills, collect payments and make change
• Transmit and receive messages by telephone or the PMS system
• Resolve guest complaints, escalating to the supervisor when needed
• Secure guests' valuables in the hotel safe or safe-deposit box
• Perform bookkeeping tasks such as balancing accounts and conducting audits
• Monitor guest satisfaction scores and work to raise them
• Follow safety standards (OSHA, MSDS), assist in the breakfast area or with luggage during peak times, and carry out other duties requested by management

Required profile

• High school diploma or equivalent preferred
• Previous customer service experience or equivalent training required
• Ability to stand for long periods, walk, lift up to 25 pounds and bend and reach

Required skills

• Knowledge of PMS systems preferred

What we offer

• Pay of $19.00 to $21.50 per hour
• Medical, dental and vision health insurance, paid time off and 401k company match
• Daily pay, basic life insurance and 24/7 access to TELUS Health
• Travel discounts, commuter transit and parking benefits, employee assistance program and referral bonus